ChanSpy
What is ChansSpy?
ChanSpy is a feature that enables Supervisors to listen to agents calls, to whisper or barge into a conversation.
If you want a Supervisor to listen or intervene into an agent's interaction with a customer, you need to create and configure a ChanSpy function.
Add a new ChanSpy
From Voice Menu, select ChanSpy.
Some ChanSpy options are available upon installation. They can be edited and used:
You can create new ChanSpy using the
button
.
Name: Insert a name for the ChanSpy
Prefix: Choose a prefix. It will be inserted in the Motion Phonebar dial field, before agent's internal extension
.
Options: Choose the ChanSpy mode:
Auth: You can enable a
Authorization Code (Password) to be asked to the supervisor any time a chanspy session is initiated.
Record: You can set the recording of the ChanSpy and select the recording format.
How to ChanSpy
As a supervisor, you can use the ChanSpy feature, dialing prefix+agent’s extension to monitor agents.
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The Supervisor should use a SIP-phone (It is not possible to ChanSpy using the WebRTC ). |
For example: if the ChanSpy prefix is 898 and agent’s extension is 2001, dial 8982001 to monitor the calls.
Enable ChanSpy for Agents
To enable the ChanSpy for a specific Agent you need to edit the Agent's Profile (Menu Staff) for the Voice services and to enable the ChanSpy Option (read more on V3 Agents):
Repeat this configuration for each Agent you want to be monitored using the ChanSpy function
.